Estimated read time: 2-3 minutes
- Mike Lee faced issues with a faulty recumbent stepper he purchased.
- The seller, Total Body Experts, initially failed to resolve the problem.
- After KSL's intervention, Lee received a working replacement machine within a week.
TABIONA, Duchesne County — Mike Lee thought he found the perfect exercise machine, a recumbent stepper. It's a machine he's had great success with before.
"I'd lost over a hundred pounds using this same machine," Lee said.
He used a recumbent stepper in therapy, recovering from a car accident that cost him both his legs. So, when he bought a refurbished model he could use in his home for $5,000, Lee said he knew it was money well spent.
"They just don't usually wear out," he said. "And that's why the physical therapist and stuff … buy that specific brand of equipment."
But Lee says the stepper that arrived at his Tabiona, Duchesne County, home had problems from the start.
"The display screen was flashing on and off," he said.
Lee said the seller, Total Body Experts, told him it might be the battery. So, they sent him an A/C adapter, which he said worked for about a week.
"Went to exercise again, and it wouldn't do anything," he said. "Wouldn't turn on. Wouldn't do nothing. Screen was blank."
Lee said they sent him a new battery, which he installed, but that didn't work either.
The company then offered him a replacement stepper from a different manufacturer. That's when he asked for a refund.
"I don't want that machine," Lee said. "I want the one I ordered. That's the one I want."
But he said when his request dragged on for five weeks without a word, he decided it was time to call the KSL Investigators.
KSL reached out to Total Body Experts, and they responded immediately. In an email, a spokesperson wrote they "value their customers" and "do not shy away from taking care of them and doing what is right."
The spokesperson also told KSL they had informed Lee that they'd now got a replacement machine for him.
And sure enough, just one week later, Lee said he received a recumbent stepper that works.
Under Utah law, if you pay for a product and it doesn't work, you are entitled to a refund, replacement, or repair — that includes new items and refurbished items.
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